Customer Experience Specialist III

Conduent; Pasay; On-site; PHP 240,000 - 420,000; Full time

Job summary

Conduent in the Philippines is seeking a detail-oriented professional to support business processes and customer interactions. The role emphasizes data organization, process adherence, and effective communication within a governed framework.

You will operate with established procedures, follow scripts to meet SLAs, and escalate issues when necessary while maintaining accurate case notes and professional, empathetic service.

Qualifications

• Expands skills within an analytical or operational process.
• Maintains appropriate licenses, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Establishes the appropriate approach for new assignments.
• Works with a limited degree of supervision.

Responsibilities

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
• Identifies customer needs by referring to case notes and examining each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines while under supervision, to meet SLAs.
• Provides customers with information that is specialized.
• Communicates in a warm and empathetic manner.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels, based on complaints or concerns.
• Explains company policies to customers.
• Responsible for the end-to-end resolution of customer issues.
• Performs other duties as assigned.
• Complies with all policies and standards.

Skills

Analytical thinking

Operational process understanding

Communication skills

Data coordination

Job description

Conduent in the Philippines is seeking a detail-oriented professional to support business processes and customer interactions. The role emphasizes data organization, process adherence, and effective communication within a governed framework.

You will operate with established procedures, follow scripts to meet SLAs, and escalate issues when necessary while maintaining accurate case notes and professional, empathetic service.